SUMMARY:

• Consistent success providing strategic & operational leadership in uniquely challenging business situations.
• Targeting challenging contractual assignments & career opportunities
• Holds US citizenship and can work in any geography.
• CRM Application independent business architect with focus on Salesforce & SAP CRM
• Salesforce Admin, Advance Admin, Developer, Sales & Service Cloud Certified Consultant and Architect
• Supported and enhanced existing Force.com based applications.
• Assisted in the process of turning business requirements into design specifications
• Participated in the estimation and timeline process
• Identified design - level risks and communicate them to stakeholders
• Developed appropriate test scenarios and scripts
• Provided leadership and to the Salesforce.com team
• Have been involved several end to end projects with Salesforce and SAP CRM
• Delivered SAP CRM/C4C/Hybris Projects with SAP ASAP & Launch Methodologies, Sound understanding of Agile SAP Activate Methodology
• SAP C4C Certified from OpenSAP (Record of )
• Have worked on ecommerce transformation projects from WCMS to Hybris Commerce.
• Have worked with Hybris B2C and B2B Store fronts in telecom and pharma environments
• Have worked with the architecture team to map SAP CRM and ECC data with Hybris commerce
• Have worked hands on with Hybris commerce Product and Catalog Content
• Have worked in a large one of the largest telecom billing project with Hybris billing (BRIM), Hybris commerce and SAP CRM provider order management
• Worked in Healthcare, Hi-Tech, Telecom, Automobile & Chemical industries
• Pre-Sales, Sales, Implementation & consulting in CRM solutions
• Subject Manager Expert/Functional Consultant/Business Architect & Lead on Salesforce & SAP CRM/C4C/Hybris Marketing, Commerce and Billing
• Written Salesforce, SAP CRM/Hybris/C4C Blogs & Posts on Social Media and contributed to the CRM Community.
• Also handled several full lifecycle implementations.
• PMI- Project Management Institute Member.
• Dynamic & multi-skilled professional offering over 18 years of cross-functional experience across a wide spectrum of IT solutions pre- sales, project management and functional consulting of which, over 15 years of consulting in CRM sales, service, marketing, interaction center & related up & downstream systems & processes across chemical, healthcare, telecom, high-tech, automobile, agriculture & public sector.
• Possessing valuable insights, keen analysis and team approach to implement best practices, adept at working in high pressure environments with strict deadlines and multiple deliverables.
• Thorough grasp of SAP CEC Suite of products and Salesforce Sales and Service cloud.
• Onus of managing Business Process Transformation and Reengineering for large scale projects.
• A complete manager, who has worked with cross functional teams in multiple geographies and time zones for project and program management
• Proven acumen in collaborating with the key decision makers of the organization and achieving consistent success with transforming business problems into technology solutions and supporting clients' efforts to make their business units more effective and efficient.
• An excellent team leader with a unique blend of Managerial, Technical, Functional and Qualitative skills backed by strong record of facilitating cross-functional coordination for successful delivery of the Software Solutions.
• Demonstrated expertise across Business Consulting, Salesforce and SAP CRM Solutions Shaping and Industrial Process Analysis.
• Rich exposure and experience in finalizing the CRM implementation strategy and presenting new concepts to boost productivity in implementations.
• Strong team leader, builder and facilitator, fostering an atmosphere that motivates highly talented professionals to balance high-level skills with maximum productivity.
• Superior communication and interpersonal skills, multitasking with an ability to interact with a wide range of people. Focused and pragmatic with solid Project & People management skills and problem solving abilities.
• Solutions oriented with progressive SAP CRM/C4C/Hybris, SAP ECC SD & CS experience & professional competencies in Need Assessment, Business Process understanding, Requirement Mapping, Application Development, Testing, Procedure Development,, Business Process Re-engineering and Project Documentation.
• SAP & Salesforce CRM Pre-Sales and Sales Processes like Lead & Opportunity Management, Activity Management Order Management with downstream integration to SAP SD for order fulfillment & billing
• Salesforce & SAP CRM Sales & Service Cloud - Design & Implementation of Shared Services, In-House returns and service a site with contract management, Marketing & Campaign management & Trade Promotion Management
• Salesforce SAP C4C & CEC (Customer Engagement commerce)- Hybris Commerce suite & Hybris Marketing & Hybris Billing, Hybris commerce Product and Content catalog, Data mapping between Hybris, ECC & SAP CRM
• SAP Cloud for Sales, Service & Social Media, Marketing, Hybris ecommerce suite
• SAP CRM Contact Center- Sales, Service & Marketing design & Implementation with Telephony integration
• Joined the project in the pre-sales & launch phase
• Helped the Confidential team to sell the solution to Confidential and scope the SAP CRM solution
• Analysis of the current Microsoft Dynamics based CRM capability
• Developed prototype for SAP CRM Interaction Center with IS- Telco Sales Order Management, CTI with complaint and service request management processes
• Provided subject matter expertise to the Agilent team For data migration from Salesforce to SAP CRM
• Mapped the Opportunity, Account and reports data from Salesforce to SAP
• Developed architecture for SAP CRM Integration with Confidential ’s Billing System
• Developed a blueprint for phased Migration of 40 Million prepaid and postpaid telecom subscribers in the SAP CRM system
• Used Hybris Telco accelerator to develop an omni-channel ecommerce storefront
• Designed the Product Category and classification design for service plans, devices and mobile accessories
• Tested and validated the product data transfer from data load from SAP to Hybris Commerce
• Customer and subscription (plan) data migration to Hybris - data mapping between Hybris and SAP, Specification for custom fields in Hybris, Data Validation rules specification
• Designed the data integration& between Hybris and Backend systems
• Provider order configuration and design in SAP CRM and configuration in Hybris Order Management. Data Hub integration for connectivity between Hybris and SAP CRM, C4C & Hybris Marketing
• Gathered requirements from business on promotions & vouchers and creation in Hybris commerce
• Cross catalog mapping between SAP CRM and Confidential Charging system
• Built a prototype of C4C system with SAP C4C Marketing & Service functionality
• Scoped the project using C4C first implementation project
• Integrated with SAP CRM system using HCI
• Configured Customers, Partners & Campaigns
• Mapped the Wallet share report from Salesforce in SAP CRM
• Helped translate typical SAP CC, CRM & Hybris Billing (BRIM) scenario into a SAP CRM, BSCS Order Management & Billing landscape
• Configured Product models in SAP CRM and cross catalogue mapping between BSCS charging system and SAP CRM
• Configured SAP CRM Business agreement and its integration (FICA- Active)as a part of solution
• Configured provider and contract transactions for the use and replication to BSCS Order management system
• Designed and configured the categorization for service requests in SAP CRM
• Designed and mentored a team of developers to build a SAP data migration utility to update, upsert and insert business partner records via one file in one program, based on the salesforce crm data migration best practice
• Designed the integration of SAP CRM on premise and SAP CRM C4C instance, subset of the business partner information had to be migrated to C4C for marketing & RTOM processes
• Modelled the business partner data as per the requirements of Confidential, laid down the requirements for system configuration of BP roles, relationships, number ranges & address types with multiple uses
• Gathered/defined business requirements for Hybris Billing/SAP CRM IS- Telco Sales Order Management, Provider Orders and contracts processes, mapping prepaid and postpaid scenarios and product models in SAP CRM, thereby contributing to enterprise architecture development from business needs point of view through business analysis & map processes.
• Identified & developed the AS- IS & To-Be scenarios with fit gap analysis for Confidential telecom billing and order management system, defined the synchronous and asynchronous interfaces between BSCS, SAP CRM & SAP Convergent charging & ECC systems
• Key player in analysis, development, and migration of 40 million prepaid & post-paid customers in SAP CRM, Contract accounts in SAP CC & cross catalogue mapping between SAP CRM & SAP CC
• Proficiently managed the synchronous transfer of SAP RTOM offers in SAP C4C system, configured and implemented the SAP C4C system with the SAP Launch Methodology, managed the integration of SAP C4C and SAP ERP systems on the Hana Cloud platform
• Lead the entire project management implementation & SAP C4C SDK extension for RTOM via web services
• Trained and informed the customer on the transformation from BRIM to Hybris Billing & the interconnected omnichanel processes between SAP CRM/ERP, Hybris Commerce, Marketing & SAP C4C
• Assisted the team with the rapid deployment of the SAP Hybris Marketing data Management and Customer acquisition processes
• Implemented and mapped the integration between SAP C4C & Hybris Marketing for Lead generation & lead and opportunity transfer to Hybris Marketing for campaign analysis
• Implemented and Mapped the SAP ERP Sales area with SAP C4C to ensure effective synchronous and asynchronous transfer of data between these systems
• Handled several end to end SAP CRM Interaction center implementations with Sales and Service, Multilevel categorization, ERMS & Computer Telephony Integration. Instrumental in leading a 1000 seat SAP CRM Interaction Center project with CTI
• Implemented SAP CS to SAP CRM service transformations & handled multiple projects with both SAP CS and SAP CRM service implemented side by side
• Streamlining/coordinating delivery performance with focus on quality parameters/reusability and managing projects.
• Developing and leading multi-skilled team to ensure timely delivery of the projects and organized well-structured programs to enhance skill sets and create awareness of the latest developments
• Providing technical leadership while estimating and evaluating the effort/schedules and managed the team and its grievances while them on the project architectures.
• Serving as a primary contact for technical contact for clients, Vendors, Technology partners and internal stake holders.
• Overseeing complete SDLC methodology, iterative development methodology. Managing projects with onsite / offshore model, complete offshore model, complete onsite models.
• Preparing, compiling & presenting reports pertaining to staffing needs, process capability, and productivity.

PROFESSIONAL CONTOUR:

Confidential

SAP CRM 7.0 EHP 3.0, HANA, ECC, Salesforce Architect

Responsibilities:

• SAP CRM Master Data, Account & Contact Management
• SAP CRM Opportunity Management
• SAP CRM HANA reporting interface
• SAP CRM Service Profitability
• Salesforce Migration and process mapping into SAP CRM
• SAP CPQ Integration with Hybris Commerce 6.1 version

Confidential

Responsibilities:

• Demonstrated Customer 360 degree view
• Customer Segmentation
• Analytics

Confidential, Seattle, WA

Solution Architect/ SAP CRM Solution Architect

Responsibilities:

• SAP Interaction Center-Shared Services
• Hybris Commerce Telco B2C Store Front
• SAP SOM & Provider order modelling working on IS-Telco
• Data Migration strategy for $40 million customer
• SAP C4C & RTOM Integration
• Worked on mapping Convergent Charging and Invoicing processes

Confidential, Austin, TX

SAP CRM Marketing Development Fund Management Consultant

Responsibilities:

• Was a part of the Solution architecture & design team for Hybris B2B wholesale implementation
• Sound understanding of Loosely coupled to tightly integration scenarios between Hybris & SAP ERP
• Handled Product & Web Content Management in Hybris commerce suite
• Helped the team out with testing of the replication of Products and Customers and contacts to Hybris
• Worked on Hybris Management, PCM & WCMS Cockpit and performed validation and testing of replicated data
• Solution was implemented with Asynchronous and Synchronous integration scenarios with SAP